Part 1 - Primary responsibilities

BRIAN W: We educate members, and that’s our focus.

JULIE M: Sometimes people just need a little extra encouragement or a little bit of extra information, which from a clinical point of view, doesn’t seem like it’s earth shattering, but it’s very holistic.

GLENN P: You know a lot of time members are at their doctors office and they say ok your blood pressure is a little bit high and you could stand to lose 20 pounds and ok then the member leaves the office and they say ok how do I lower my blood pressure, how do I drop 20 pounds?

LUCI P: They are always saying well how come my doctor didn’t tell me that? A lot of times the doctors don’t have that extra time to give to them, so they may have questions that they weren’t able to ask at their doctor’s that they will ask us that we’ll provide the information for, or tell them, I always tell them, you know, get a pen and paper, write it down, and take it to the doctor’s.

BRIAN W: Mostly we empower that member. We want that member to understand that you need to talk to your doctor. You need to go talk to them because you’re going to be the one to give them the most accurate information about how you feel.

BETSY F: I had a member that said they were taking all these meds and they just didn’t know how to, um, make sure they were taking them correctly and, and I know I sat at my supervisor’s desk and I said, “If I could just go to their house, I could show them, I could show them how that we could lay these meds all out and get it all set up so that they wouldn’t be confused anymore,” and my supervisor said, that’s a great idea, but now we have to figure out how you can do it from your office. 

JULIE M: That commitment to caring about the members is one of the things that I think is a really important difference, because it’s not, you do have that ongoing relationship with them, and they depend on that.

DAFFANY W: No matter what we do, if we focus on that customer, we’re-we’re going to succeed and we’re going to be right in line with Aetna’s values.